Customer Experience Lead

About This Role

Caring for customers and ensuring a positive shopping experience is central to this leadership role. The Customer Experience Lead helps manage front-end operations, supports associates, and ensures the sales floor is well-organized and stocked. This is a hands-on position that works closely with store leadership to maintain smooth operations while upholding the company's values and customer-first approach.

Responsibilities

• Lead by example to deliver excellent customer service across the store
• Support and coordinate daily front-end operations, including checkout flow and line management
• Direct associates during your shift, adjusting priorities to meet business needs
• Ensure fast, friendly, and accurate transactions (sales, returns, exchanges, etc.)
• Help resolve customer concerns and escalate issues when needed
• Ensure workload tasks, recovery, and merchandising standards are completed
• Perform opening and/or closing duties as assigned
• Support proper scheduling of breaks and front-end coverage
• Troubleshoot routine register or transaction issues to minimize service disruptions
• Partner with store leadership to identify and address service or execution opportunities
• Assist with merchandise flow and maintain organization in stock and support areas
• Reinforce company policies, safety standards, and operational procedures

Requirements

• Strong customer service mindset with a passion for helping others
• Ability to lead, coach, and motivate associates in a fast-paced environment
• Strong communication and problem-solving skills
• Ability to stay organized and adjust priorities quickly
• Team-oriented with the ability to build positive working relationships
• Attention to detail and commitment to operational accuracy
• Flexibility to work a schedule that includes nights, weekends, and holidays
• 1+ years of retail experience preferred (off-price, big box, or specialty retail environments are a plus)

Benefits

• Flexible hours
• Associate discount
• For part-time associates, based on hours worked: medical coverage and a 401(k) plan
• For part-time associates, after one year of service: up to 4 hours of paid time off annually, up to 8 paid holidays, and paid sick time in accordance with applicable law
• Training and development opportunities

About the Company

Burlington Stores is one of the largest off-price retailers in the nation.